Medical Contact Center Agent

Chicago Lighthouse for People Who Are Blind or Visually Impaired; Chicago (IL); On-site; USD 43,841,000 - 59,314,000; Full time

Benefits offered by this job

12 paid holidays

6 sick days accrued over the year

Insurance eligibility after 30 days

Medical, dental, and vision insurance

Short/long term disability

Life insurance 2x salary

Employee recognition events

Company matched 401(k)

On-site dining options

Job summary

The Chicago Lighthouse for People Who Are Blind or Visually Impaired is seeking a Medical Contact Center Agent to handle inbound and outbound calls, voicemails, and emails from insurance plan members in a high-performance contact center. You will schedule and register appointments using Health System software and communicate provider details to patients.

This full-time clerical role requires strong customer service, accuracy, and HIPAA compliance.

Qualifications

• High School diploma or equivalent required.
• Customer Contact Center experience required.
• Ability to navigate multiple databases in Health’s software.
• Must type a minimum of 30 words per minute with 95% accuracy.

Responsibilities

• Handle inbound/outbound calls, voicemails, or emails promptly.
• Enter accurate demographic information into the Health System application.
• Schedule and register patients for appointments using Health System software.
• Communicate appointment details to patients clearly.
• Escalate red-flag calls per triage protocols.
• Maintain HIPAA confidentiality and security.

Skills

Call center experience

Multitasking

Typing 30 wpm

Interpersonal communication

Teamwork

Data entry

Education

High School diploma or equivalent

Tools

Health System software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Medical Contact Center Agent

Full Time Clerical The Chicago Lighthouse - Main Office, Chicago, IL, US

Salary Range: $18.00 To $18.00 Hourly

STATEMENT OF PURPOSE: The Medical Contact Center Agent will be responsible for outbound and inbound calls, voicemails, and emails to/from insurance plan members in a high-performance contact center environment. This position requires high quality customer service assistance when responding to inquiries pertaining to a variety of Primary Care Providers (PCP), Health Risk Screenings (HRS), and other campaigns. Medical Contact Center Agent will be responsible for scheduling and registering appointments for the Health System by utilizing all available informational tools and websites. Calls may consist of requests for additional insurance plan information, such as, id cards, welcome packets, PCP changes, and transfers to other contact centers.

PRINCIPLE DUTIES AND RESPONSIBILITIES, BUT ARE NOT LIMITED TO:

• Effectively respond to inbound calls, voicemails, or emails promptly, politely, and professionally;
• Obtain and enter accurate demographic information into the clients Health System application;
• Accurately schedule and register patients for appointments utilizing the clients Health System software;
• Accurately communicate appointment date, time, location and the provider’s name to the patient;
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization;
• Conducting outbound calls to welcome members to the program and to conduct or schedule a Health Risk Screenings and other campaigns;
• Follow the appropriate escalated protocols for Triage (red flag) calls;
• Conduct research to confirm and validate insurance member demographics, specifically for, name, address and phone number;
• Maintain up-to-date knowledge of the clients’ Health System policies and procedures as they apply;
• Adhere to the HIPAA (Privacy Act) as it relates to the confidentiality of information released with policies and procedure;
• Performs other duties as assigned by Leadership.

QUALIFICATIONS:

• High School diploma or equivalent required;
• Customer Contact Center experience required;
• Ability to handle a call center environment. Work efficiently, accurately and be able to multi-task;
• Ability to exercise good judgment to handle calls appropriately;
• Must be able to navigate through multiple databases that are utilized though Health’s software application;
• Must be able to type a minimum of 30 words per minute with 95% or greater accuracy;
• Must have excellent interpersonal and communication skills both written and orally;
• Proven ability to work as a member of a team is required;
• Will be required to complete program update training, as warranted, and successfully implement that knowledge in day-to-day operations;
• Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.

ADDITIONAL INFORMATION

• The position is onsite with remote work a possibility after three months and based on the ability to work independently and successfully meet the required duties and key performance indicators;
• Team members must have a smart phone to download and use an authentication application to gain access to the client data platform;
• Team members must be aware and prepared that training will consist of 2 to 4 weeks of in-house and virtual training;
• All team members will be required to attend scheduled in-house trainings sessions, coaching, and performance sessions;
• All full-time team members will be scheduled 38.5 hours per week.

Employee Benefits

BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:

• 12 paid holidays
• 6 sick days accrued over the year
• Insurance Eligibility the 1st of the month after 30 days of employment
  • Medical, dental, and vision insurance offered
• Short/long term disability
• Life insurance 2x salary
• Employee recognition events
• Company matched 401(k) plan
• Reasonably priced delicious food options on site (except at Glenview location)

The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affordative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.